About us – 168 Solution

Grace Heny

We Provide High Quality

Professional in the Indonesian contact center industry with 20 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from banking to telecommunication in Indonesia, our team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. All with highly qualified contact center experience.

Consulting – Contact Center Setup, Process Improvement, Customer Experience, Quality Management, and Operational Transformation
Training & Certification – Capability-development programs for Contact Center professionals at all organizational levels
Research & Quality Assessment – Customer and Employee Satisfaction Surveys, External Quality Control, Mystery Shopping, and Service Quality Evaluation

WHAT WE DO

Practical Solutions for Contact Center Excellence

168 Solution provides consulting, training, certification, research, and quality-assessment services for Contact Center and Customer Experience operations. Our expertise covers inbound and outbound services across voice, email, chat, social media, and other digital channels.

We help organizations strengthen their operational strategies, improve business processes, develop employee capabilities, enhance service quality, and implement practical solutions that deliver measurable results.

WHO WE ARE

Experienced Professionals with Local and Global Expertise

Established in 2009 by Grace Heny, 168 Solution is led by professionals with more than 20 years of experience in the Contact Center and Customer Experience industry.

We combine international best practices with a deep understanding of Indonesia’s business environment, customer behavior, workforce characteristics, and operational challenges. This enables us to develop solutions that are globally relevant, locally applicable, and practical to implement.

Our experience covers public services, transportation, energy, financial services, property, healthcare, emergency services, and other customer-focused industries.

WHY CHOOSE US

Proven Expertise, Practical Solutions, and Measurable Results

We go beyond delivering recommendations. We work closely with our clients to transform strategies into practical improvements in people, processes, technology, and service performance.

Through our global network, including ContactCenterWorld, we connect organizations with international benchmarks, best practices, professional development opportunities, and global recognition.

Our solutions are designed to be relevant, measurable, and sustainable—helping organizations improve operational performance while creating better experiences for both customers and employees.